Sr. IT Support Specialist

hace 2 semanas

Cali, Colombia TaskUS A tiempo completo

**What can you expect in a IT Support Specialist role with TaskUs**:
As an Sr. IT Support Specialist, you will provide 2nd level technical support to internal customers who are experiencing technical, hardware, or software issues. You are the go-to person for first level technical support for internal customers - to provide resolutions to technical concerns which will result in mínimal recurring issues. As you tackle your new tasks for the day, you know that it will lead to one thing: you will ensure quality service in accordance with departmental standards and guidelines, and provide positive customer service orientation resulting in high customer satisfaction ratings.

**Responsibilities**:

- Provide level 2/3 technical support to the contact center. Duties will involve: password resets, desktop/laptop setup, patching, technical coordination of new hire/term process, etc.
- You will respond to internal users requesting assistance; log and keep records of customer/employee queries, interpret problems and analyze possible causes of hardware and software failure.
- Identify computer hardware, software and telecommunications malfunction and take appropriate action to resolve these issues while ensuring data and system integrity.
- You will research, plan, and perform desktop system maintenance/upgrades including all desktop OS patches, and create/maintain documentation of instructional procedures (i.e. hardware/software installation) and/or knowledge-based troubleshooting techniques.
- Monitor and manage system health of all assigned systems to include evaluating and reporting on their availability, performance and capacity.
- Lead or drive processes to identify operational and security problems with assigned systems and provide technical support to resolve them promptly.
- Participate in the design and implementation of enterprise-wide technical projects, ensuring delivered solutions meet identified requirements.
- Understand and comply with all departmental policies and procedures for incidents, requests, changes, problems and systems management.
- Coordinate vendor support of assigned hardware/software/systems/services.
- Other tasks will include maintaining an inventory of computer hardware assets, peripherals, and software licenses owned by the company; and performing scheduled preventive maintenance of computer systems.

**Requirements**:
**Required Skills**:

- 3+ years of relevant working knowledge of I.T. requirements/demands in call center operations and organization, particularly in the area of operations support.
- Active Directory 2012 R2 (required; will be responsible for day-to-day setting up accounts. We are looking to automate some of these processes so anyone who has been involved with automating is preferred.)
- Group Policy management (required).
- Google Apps experience.
- Windows and IOS, configuration, support and knowledge.
- Excellent English communication skills - both spoken and written.

**Preferred Skills**
- We need someone with above-average problem-solving, decision-making, and analytical skills.
- Big plus if you are a skilled technical writer - able to document problems and solutions for customers and other technical support personnel.
- Enterprise environment experience is also a plus.
- You have good time and project management skills.
- You are adaptive to changing work schedules and working hours; excellent customer orientation and interpersonal, customer care skills

**Education / Certifications**:

- Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

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